Refund policy

Return & Refund Policy

At Pure Toppers, the majority of our products are made to order, personalised or custom-made specifically for you. Please check all personalisation details carefully before placing your order.

Personalised & Custom-Made Orders

Due to the personalised and made-to-order nature of our products, personalised and custom-made items cannot be returned, exchanged or refunded simply because you have changed your mind or no longer require the item.

Once work has begun on a personalised or custom order, we may also be unable to accept cancellations or changes to the order.

This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.

Faulty, Damaged or Incorrect Orders

We take great care when designing, making and packaging every order. However, if there is a problem with your item, please contact us as soon as possible after delivery.

We ask that you contact us within 7 days of receiving your order, where possible, and provide:

• Your order number
• A description of the issue
• Clear photographs showing the problem and packaging, where relevant

We will review the issue and, where appropriate, arrange a replacement, refund or another suitable resolution.

If we have made an error with your personalisation — for example, we have produced a name, age or design differently from the information supplied with your order — we will work with you to resolve this.

However, we cannot provide a refund or free replacement where an item has been produced correctly using incorrect information supplied by the customer, including spelling, names, ages, colours, sizes or other personalisation details.

Returns

Please do not return an item without contacting us first. In many cases, photographs may be sufficient for us to assess the problem.

If we ask you to return an item, we will provide the appropriate return instructions.

For eligible non-faulty returns, where applicable, the customer may be responsible for return postage.

Where goods are faulty, damaged, incorrect or not as described, your statutory consumer rights apply, including any applicable rights relating to return costs.

We recommend obtaining proof of postage whenever you are asked to return an item.

Please Note

Colours may vary slightly between the product displayed on screen and the finished item due to differences in monitors, mobile devices, printers and materials. Minor colour variations of this nature are not considered a fault.

As many of our products are handmade and individually assembled, small variations between items may occur and form part of the nature of a handmade product.

If you have any questions about an order or our returns policy, please contact Pure Toppers before placing your order and we will be happy to help.

This version also makes the distinction Google was looking for much clearer: you don't accept ordinary change-of-mind returns on personalised/custom-made products, but you do have a process for faulty, damaged, incorrect or misdescribed goods.